On-Site It Support Lead – Mining Project

AgileEngine, LLC.; Municipio de Rincón de los Sauces; Remote; ARS 34,498,000 - 34,515,000; Full time

Benefits offered by this job

Remote work

Job summary

PetDesk offers an ecosystem of client engagement solutions for the pet healthcare industry, supporting 10,000+ clinics and 400 grooming facilities worldwide. This role within the Phones Support team focuses on advanced troubleshooting of VoIP/SIP/PBX systems for multi-site clients to reduce escalations and improve first-contact resolution.

The contractor will work 100% remotely from Latin America with North American business hours, handle tickets daily, document solutions for the knowledge base,

Qualifications

• 2-4 years of technical VoIP/PBX support experience.
• Solid SIP, RTP/RTCP, and call routing knowledge.
• Networking fundamentals: subnetting, QoS, packet capture.
• Fluent written English for client communication.

Responsibilities

• Diagnose and resolve SIP/VoIP connectivity issues across 15+ tickets daily.
• Administer and troubleshoot PBX systems at call-flow/trunk level.
• Remotely diagnose client network issues and guide staff to resolution.
• Provision and configure IP phones for client accounts.
• Manage client tickets and maintain SLA with clear written updates.
• Document recurring issues in the knowledge base.

Skills

VoIP/PBX support

Network troubleshooting

English communication

Ticketing SLA

Tools

Wireshark

IP phone provisioning

PBX administration tools

MS Office

Job description

Operations Support Engineer 3

Hoy

Overall Purpose of the Job

To support the operation of purchasing and stores functions, resource allocation within the workshop and equipment tracking and certification. Ensuring they are executed in a professional, efficient, safe and cost effective manner and in compliance with Quality Assurance Management systems.

Key Activities and Accountabilities

1. Ensure that all activities: Workshop, Logistics, Stores/Purchasing and Certification are performed in a professional, efficient, safe and cost effective manner to complete satisfaction of the customer – both internal and external.

2. Liaise with operational supervisors with regard to activity levels and demands for operational equipment to ensure allocated resources can be in place.

3. Assist with the procurement of goods and services to meet operational and customer demands.

4. Liaise with purchasing department to develop sources of supply to achieve cost savings, managing stock control and common practices for the benefit of the company.

5. Maintain agreed stockholding levels within the stores, ensuring stock rotation, cycle counting and stock taking procedures are implemented and reported as required.

6. Ensure that Maintenance/Stores/Purchasing procedures are maintained and reviewed at regular intervals.

7. Encourage and develop inter-company / inter-base co-operation at all levels. Looking at resource sharing thus enabling the region and the Group to meet its contractual obligations.

8. Participate and attend regular meetings to discuss operational base issues and share updates on latest company policies, structure, future plans, technologies and safety related topics.

9. Ensure that all incidents are properly recorded and reported and that an investigation is carried out to establish and rectify root causes.

10. Take immediate and appropriate steps to investigate and rectify any risks to people or the environment arising from the work activity.

11. Ensure that employees, contractors and visitors are aware of relevant HSE procedures.

12. Establish that all equipment, plant and substances used are suitable for the task and are kept in good working condition; this includes the regular maintenance and servicing of equipment.

Job Knowledge and Qualifications

1. 3+ years experience in workshop support / stores / procurement functions.

3. Computer skills (MS office, AutoCAD desirable)

About this Role:

This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call‑quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.

This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.

Fluency in English (both written and spoken) is required for this role.

Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.

Tasks:

• Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one‑way audio, and packet loss, across 15+ client tickets per day
• Administer and troubleshoot PBX systems at the call‑flow and trunk‑configuration level, not just individual device settings
• Remotely diagnose network‑level issues at client sites, including router/firewall checks, and guide non‑technical client staff through resolution steps via phone or screen share
• Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts
• Manage and resolve client‑facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout
• Document recurring technical issues and solutions in the internal knowledge base for team‑wide use

Requirements:

• 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi‑site or enterprise‑scale PBX deployments
• Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec‑related call quality issues, and common VoIP failure modes
• Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent)
• Hands‑on experience provisioning and configuring IP phones across multiple hardware vendors
• Strong written English communication for client‑facing correspondence
• Demonstrated ownership — able to see a complex technical issue through to full resolution without heavy oversight

PetDesk offers an ecosystem of top‑tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting‑edge solutions, we support more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide.

$2,041.67 - $2,041.67 a month